If you make a promise, don’t break it

I should have known better. I’ve been with BT for as long as I can remember, inertia has prevented me from changing. When I finally got round to calling BT to inform them that I was thinking of leaving them I was kept on hold for 12 minutes before I gave up. Yet I persevered, the next day I finally got through, and talked to a decent fellow who ended up tying me into another 12 month contract, this time with a bit of BT vision. Fair play fella!

Now BT have a site for tracking customer orders. I went there yesterday to see that I’d reached step 4 in the process. My equipment had arrived and a faster broadband was connected.

Well not quite. No equipment arrived and the broadband connection was down.

If you are going to offer on-line order tracking, make sure it reflects fulfillment reality.